Abstract: The disclosed embodiments provide systems and methods for managing calls received by a call center. In one embodiment, a method is disclosed that may include receiving and routing a first call to a first agent. The method may also include determining completed steps of a troubleshooting process and storing session information comprising a list of the completed steps of the troubleshooting process. The method may further include creating a call drop ticket associated with the session information if the first call is disconnected before the troubleshooting process is completed. In one aspect, the method may include receiving a second call, and, if the second call is associated with the call drop ticket, bypass running of a call routing script; routing the second call to a second agent; and displaying, to the second agent, the completed steps stored in the session information.